Dansk standard DS/EN 15565 1. udgave 2008-06-17 Turistservice Krav til uddannelses- og kvalificeringsprogrammer for professionelle turistguider Tourism services Requirements for the provision of professional tourist guide training and qualification programmes
DS/EN 15565 København DS projekt: M215627 ICS: 03.080.30; 03.200 Første del af denne publikations betegnelse er: DS/EN, hvilket betyder, at det er en europæisk standard, der har status som dansk standard. Denne publikations overensstemmelse er: IDT med: EN 15565:2008. DS-publikationen er på engelsk. DS-publikationstyper Dansk Standard udgiver forskellige publikationstyper. Typen på denne publikation fremgår af forsiden. Der kan være tale om: Dansk standard standard, der er udarbejdet på nationalt niveau, eller som er baseret på et andet lands nationale standard, eller standard, der er udarbejdet på internationalt og/eller europæisk niveau, og som har fået status som dansk standard DS-information publikation, der er udarbejdet på nationalt niveau, og som ikke har opnået status som standard, eller publikation, der er udarbejdet på internationalt og/eller europæisk niveau, og som ikke har fået status som standard, fx en teknisk rapport, eller europæisk præstandard DS-håndbog samling af standarder, eventuelt suppleret med informativt materiale DS-hæfte publikation med informativt materiale Til disse publikationstyper kan endvidere udgives tillæg og rettelsesblade DS-publikationsform Publikationstyperne udgives i forskellig form som henholdsvis fuldtekstpublikation (publikationen er trykt i sin helhed) godkendelsesblad (publikationen leveres i kopi med et trykt DS-omslag) elektronisk (publikationen leveres på et elektronisk medie) DS-betegnelse Alle DS-publikationers betegnelse begynder med DS efterfulgt af et eller flere præfikser og et nr., fx DS 383, DS/EN 5414 osv. Hvis der efter nr. er angivet et A eller Cor, betyder det, enten at det er et tillæg eller et rettelsesblad til hovedstandarden, eller at det er indført i hovedstandarden. DS-betegnelse angives på forsiden. Overensstemmelse med anden publikation: Overensstemmelse kan enten være IDT, EQV, NEQ eller MOD IDT: Når publikationen er identisk med en given publikation. EQV: Når publikationen teknisk er i overensstemmelse med en given publikation, men præsentationen er ændret. NEQ: Når publikationen teknisk eller præsentationsmæssigt ikke er i overensstemmelse med en given standard, men udarbejdet på baggrund af denne. MOD: Når publikationen er modificeret i forhold til en given publikation.
EUROPEAN STANDARD NORME EUROPÉENNE EUROPÄISCHE NORM EN 15565 March 2008 ICS 03.080.30; 03.100.30 English Version Tourism services - Requirements for the provision of professional tourist guide training and qualification programmes Services touristiques - Exigences relatives aux programmes de formation professionnelle et de qualification des guides touristiques This European Standard was approved by CEN on 7 February 2008. Tourismus-Dienstleistungen - Anforderungen an Ausbildungsdienstleistungen und Qualifikationsprogramme von Gäst-/Fremdenführern CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for giving this European Standard the status of a national standard without any alteration. Up-to-date lists and bibliographical references concerning such national standards may be obtained on application to the CEN Management Centre or to any CEN member. This European Standard exists in three official versions (English, French, German). A version in any other language made by translation under the responsibility of a CEN member into its own language and notified to the CEN Management Centre has the same status as the official versions. CEN members are the national standards bodies of Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and United Kingdom. EUROPEAN COMMITTEE FOR STANDARDIZATION COMITÉ EUROPÉEN DE NORMALISATION EUROPÄISCHES KOMITEE FÜR NORMUNG Management Centre: rue de Stassart, 36 B-1050 Brussels 2008 CEN All rights of exploitation in any form and by any means reserved worldwide for CEN national Members. Ref. No. EN 15565:2008: E
Contents Page Foreword...3 Introduction...4 1 Scope...5 2 Normative references...5 3 Terms and definitions...5 4 Competencies...5 5 Framework of training programmes...6 5.1 General...6 5.2 Timeframe...6 5.3 Methodology...7 6 Common subjects...7 6.1 Theoretical knowledge...7 6.2 Guiding techniques and skills...8 6.2.1 General...8 6.2.2 Presentation techniques...8 6.2.3 Communications techniques...8 6.2.4 Group management...8 6.2.5 Guiding for persons with special needs...9 6.3 Business knowledge and skills...9 7 Area-specific subjects...9 7.1 Theoretical knowledge...9 7.1.1 General...9 7.1.2 Human history...10 7.1.3 Environment...10 7.1.4 Culture...10 7.1.5 Economics...10 7.1.6 Contemporary life...11 7.2 Working conditions...11 8 Practical training...11 9 Assessment for qualification...12 10 Training providers...12 10.1 General...12 10.2 Quality assurance...13 10.3 Requirements for trainers...13 10.3.1 General...13 10.3.2 Qualification of trainers for practical training...13 10.4 Training facilities...13 Annex A (normative) Required language skills to guide visitors...14 Annex B (normative) Required language skills to communicate in the area of qualification...15 Annex C (informative) A deviations...16 Bibliography...17 2
Foreword This document (EN 15565:2008) has been prepared by Technical Committee CEN/TC 329 Tourism Services, the secretariat of which is held by DIN. This European Standard shall be given the status of a national standard, either by publication of an identical text or by endorsement, at the latest by September 2008, and conflicting national standards shall be withdrawn at the latest by September 2008. Attention is drawn to the possibility that some of the elements of this document may be the subject of patent rights. CEN [and/or CENELEC] shall not be held responsible for identifying any or all such patent rights. According to the CEN/CENELEC Internal Regulations, the national standards organizations of the following countries are bound to implement this European Standard: Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and the United Kingdom. 3
Introduction Tourist guides are representatives of the cities, regions and countries for which they are qualified. It depends largely on them if visitors feel welcome, want to stay longer or decide to come back. They therefore contribute considerably to the perception of the destination. Tourist guides are able to help travellers understand the culture of the region visited and the way of life of its inhabitants. They have a particular role on the one hand to promote the cultural and natural heritage whilst on the other hand to help ensure its sustainability by making visitors aware of its importance and vulnerability. This European Standard supports European Union efforts to facilitate free movement of provision of services within its member states but also emphasises the importance of area-specific tourist guides to high quality provision of tourism services. This will be achieved by a common high standard of qualification for tourist guides in all European countries. This European Standard gives freedom to countries, regions and cities to decide the level, extent and main areas of their training programmes, providing these programmes meet these minimum standards and requirements for tourist guide training which is a prerequisite for a quality tourist guide service in all member countries. 4
1 Scope This European Standard specifies minimum requirements for the provision of professional tourist guide training and qualification programmes. NOTE The requirements for training programmes specified in this European Standard are minimal; they do not preclude the provision of additional training or the assessment of additional competencies. 2 Normative references The following referenced documents are indispensable for the application of this document. For dated references, only the edition cited applies. For undated references, the latest edition of the referenced document (including any amendments) applies. EN 13809:2003, Tourism services - Travel agencies and tour operators - Terminology 3 Terms and definitions For the purposes of this document, the terms and definitions given in EN 13809:2003 and the following apply. 3.1 tourist guide person who guides visitors in the language of their choice and interprets the cultural and natural heritage of an area, and who normally possesses an area-specific qualification usually issued and/or recognised by the appropriate authority [EN 13809:2003] 3.2 demonstration tour organised excursion or journey conducted by a qualified tourist guide where trainees observe in order to acquire the skills and knowledge required by the training programme 3.3 field trip organised interactive excursion or journey tutored by qualified tourist guides and/or experts in the field where the trainees practise skills and apply the knowledge acquired 4 Competencies The training programme shall be designed to enable tourist guides within their area of qualification to: represent the area (site, city, region and/or country); guide groups or individual visitors (including those with special needs) around natural and man-made attractions of an area; research and develop information in order to provide accurate and relevant commentaries; interpret for visitors the cultural and natural heritage as well as the environment; 5